Help & Support

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FAQ

We’ll answer the most frequently asked questions here, but if we’ve missed something, please email help@hedgebookpro.com.

  • Do you have a preferred Internet Browser?
    • Hedgebook supports modern versions of most major browsers. However, we find Mozilla Firefox or Google Chrome to be the most stable and Internet Explorer the least. Currently we do not support Microsoft Edge
  • How do I reset my password?
    • You can reset your password using your username and the link at the bottom of the login page or here. If you have forgotten your user name please get in touch using the Help email
  • When is the latest Valuation Date available?
    • Hedgebook’s valuation data feeds are updated once a day based on 5pm EST (New York End of Day) and are available in Hedgebook shortly after i.e. at approximately 11am NZT your portfolio can be revalued for the previous business day
  • Why can’t I see a deal I have just added?
    • Hedgebook has alternative views selected from the dropdown menu at the top left of the app. On first logging in Hedgebook defaults to “Current Instruments”. The deals displayed under “Current Instruments” includes all deals that have an Execution Date equal to, or less than, the Valuation Date. If a deal has been transacted today and Hedgebook’s Valuation Date is yesterday (based on the latest End of Day valuation data) then the deal will be displayed under the “All Instruments” view
  • The report I ran did not appear, how do I fix this?
    • Common causes for a report not to appear is that you have pop up blockers enabled within the web browser you are using. Please allow pop ups for the Hedgebook app.
  • Is there an easy way to load multiple FX Forwards or Cashflows?
    • This can be performed using the CSV Uploader which is located under Deal Entry section of the app. The following CSV templates may make the process easier; for Cashflows and for FX Forwards

Privacy FAQ

Hedgebook’s website and applications store and process some personally identifiable data of our visitors and users. We do this to either provide an appropriate service to our customers, or to provide a means of audit and repudiation.

If you have questions about our data practices, including what personal data we hold then please have a look over the frequently asked questions below or contact us at help@hedgebookpro.com. We are more than willing to talk over this important topic with you. It’s your information and we support your rights to review, correct or even delete it.

  • What personal data do you hold?
    • The data we hold in the application falls into two categories: personal data you supply us and recording of your interactions with our applications. Examples of data you supply us include your name, email address and the firm you have engaged Hedgebook on behalf of. Examples of data from interactions with us include, when and what IP address you connected to us from, information about the browser you are using, and which features or actions you use in the Hedgebook application.Our website also requests more information about its visitors. This information is used to help our marketing activities. The website will seek to track a visitors interactions by asking permission to use cookies.
  • What do you use this data for?
    • The data you supply us as part of the application signup process is directly used in the Hedgebook Application(s), e.g. we use your name to welcome you to the application and we use you email address to communicate with you when necessary.
      The data that we record about your use of the application is used for three important purposes:
      • We use it to help us understand how our application is being used and how to improve our service.
      • We also use this data as an audit record to help secure your data. We are able to see which users made which changes to which records. This information can use accessed on request, and can help in your own audit processes.
      • In the odd situation where there is a problem with the system we may use this data to help trouble shoot the problem, or provide you with detailed assistance.
      Data that you supply us, or allow us to gather on the website, is used to provide you with information about our products and services. We also use this information to help inform our marketing strategy. We may share this information with third parties who Hedgebook engages to help us in our communication and marketing functions.
  • What about the financial/deal information – how is this used?
    • Hedgebook needs information about your deals, policies, cashflows, etc. to deliver the functionality for which you subscribed. Information about financial products, accounts, etc. is used to provide you with information, mark-to-market valuations and reports. While we sometimes use aggregated information from across our clients with partners to help expand Hedgebook’s product offering, we do not release information that could be linked to a single client.We will always ask your permission before releasing data that could be linked directly to you. The exception to this is where we have been legally compelled to hand information over e.g. where we are served a court order. Hedgebook will, if it is legally allowed to, communicate any such order to the client(s) it effects.
  • Another company provided me with Hedgebook. What information will you share with them?
    • In a situation where you are using Hedgebook via another company then you will need to consult the contract your access is provided under. In some cases the company that provided you with the Hedgebook account will have access to some or all of the information that Hedgebook holds about you. If you have any concerns or are not sure what the situation is with your account please contact us.
  • Do you sell the financial data that we supply in the application?
    • No. If your access to Hedgebook is provided to you via another party then we may share the data with them, but we do not sell data to third parties.
  • Does Hedgebook use cookies?
    • Yes – both our web site and our applications use cookies. Cookies are small pieces of data that are sent to a website/app and are sometimes stored in your web browser.
  • What cookies does Hedgebook use with its web applications?
    • Hedgebook uses session cookies (non-persistent) cookies as a means of identifying you to the server. This is a standard approach for web applications and is done to provide you with a secure usage experience. The session cookie will be deleted from your browsers when you end your session, hence its name. The unique identifier that it contains will be stored with our audit records and is one of the items of data we store as part of our ability to repudiate user activity.Hedgebook uses persistent cookies to have your browser “remember” some information about your preferences e.g. which portfolio you were last in. This information is used purely to provide you with a better, more efficient user experience.
  • What cookies does the Hedgebook website use?
    • The website uses two types of cookies – essential cookies that are required to make the site work and optional cookies that we ask your consent before we use. The essential cookies are not used to track you, they are purely what is required by the site to run.The optional cookies are used to provide a better experience and to allow us to better communicate with you. We use Hubspot – a commonly used Customer Relationship Management tool (CRM). Hubspot allows us to record our interactions with you and to see which pages you visited on our site. This information allows us to customise how we communicate with you.Hubspot writes a number of essential cookies as well as cookies that require your consent. For more information on Hubspot cookies, please review the Hubspot Privacy Policy.
  • I want to see what data you hold about me. How do I request this?
    • We are happy to help. Contact us via help@hedgebookpro.com and we will work with you to get you the information you want. Please note that we will need to validate that you are who you say you are. Please understand that we do this to protect your data not to resist your request. Please also note that we reserve the right to charge a fee for this work where we are able to by law and where we feel that the work required warrants such a fee.
  • I need to correct data you have about me – what do I do?
    • Contact us via help@hedgebookpro.com and we will work with you to get your information corrected.
  • I want you to delete information about me. How do I request this and what will you do?
    • We respect your right to be forgotten. We will do our best to delete your data, however there are times when this is not appropriate. If the information we hold is required by law e.g. tax records, receipts, etc. then we will not be able to delete this information. However, any information that is not bound by such laws will be either deleted or anonymised so that it is no longer connected to you as a person or company.
  • I would like to take my data to another provider. Will you help me?
    • We will be sorry to see you go; but yes we will provide you with data in a standard format that your new provider should be able to read and process.
  • How do I know you hold my data securely?
    • We are audited under ISEA 3402. If you contact us and sign the appropriate NDA we can share the latest audit report with you. If you have specific questions beyond the audit report then we will do our best to answer them.
  • I have a question that is not answered here. Who do I ask?
    • Contact us via help@hedgebookpro.com and one of the team will do their best to answer your question.

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